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Overview of Process
MatterFix is authorized by Matterport to provide repair services and battery replacements for Matterport Pro 1, Pro 2, & Pro 2 Lite cameras. We typically complete repairs and send cameras back to customers the day after we receive them. We use OEM parts that we purchase directly from Matterport, and we warranty our repairs for one year.
Pro 2 camera repairs typically range between $250 + shipping and $450 + shipping, depending on the required repairs.
Battery replacements cost $250 + shipping for one battery, or $400 + shipping for both batteries.
Pro3 cameras: Factory Authorized In-Warranty & Out-Of-Warranty Repairs for Pro3 Cameras. Most out of warranty repairs typically range between $700 to $1200.
Repairs We Offer
We can repair most issues with Matterport cameras including all of the following: Mis-aligned images, battery replacements, WiFi connection issues, the “unstable error,” broken lens, bad charger port, stepper motor issues, bent sensor support rods, bent chassis, damaged clutch assembly, damaged housing pieces, bad OLED panel, dropped cameras and many more! The only issues that we cannot repair are damaged sensor arrays and boot loop errors.
Invoicing and Payment
All repairs are invoiced at the time of completion and include the cost of return shipping (except for when a prepaid return shipping label has been provided). Unless otherwise instructed, we will return your camera via UPS Ground service. We will email the invoice to you and it can be paid online via credit or debit card. Once your invoice has been paid, we will ship your camera back to you that same day.
How to Diagnose Your Repair Issue (videos)
Send in Your Camera
for Repair
You can ship your camera to us at the address below via any major delivery service (UPS, FedEx, DHL, USPS, etc.).
Mike Vorce
Matterfix.io
4550 SW 41st Blvd.
Suite 3
Gainesville, FL 32608 USA
Email: info@Matterfix.io
Call: 877-352-6277
Text: 352-284-4545
Please send us the tracking number once you have sent the package.
For packing, we recommend using the original Matterport box with the custom foam inserts. Otherwise, wrap the camera in approximately 1" of bubble wrap and pack in a sturdy box. If you are sending your camera in for repair, we only need the camera, not the charger.
We do our repairs the same day or the day after we receive the camera. Assuming there are no complications, the camera is usually shipped back to you the day after we receive it.
Once we receive your camera, we will:
- Confirm that we’ve received it
- Test/evaluate it to confirm the problem
- If you’ve pre-approved the repair cost, we’ll repair it. If you have not pre-approved the repair, or if the damage is different than what we discussed with you, we’ll email you with updated cost information and wait for your approval before completing the work.
- Test your camera when repairs are complete
- Prepare your camera for return shipment per your instructions, and email you the invoice for the cost of the repair and the cost of return shipping (if applicable).
- Once you pay the invoice we will ship your camera back to you.
Costs to you:
- Shipping to and from MatterFix
- Cost of the repair(s)
Payment for repairs and services will be required before your camera is shipped back to you.
Return Shipping:
- All return shipments are sent via UPS Ground with Signature Confirmation.
- We do not purchase insurance unless you specifically instruct us to do so.
- We use Shipstation’s “Shipsurance” service for insuring parcels. The cost for $2000 of insurance is approximately $20.
- If you wish for us to add insurance, please let us know via email along with the dollar amount of insurance you would like to purchase.
Request a Prepaid Shipping Label
If you’d like, we can email you a prepaid shipping label to send your camera to us. Once you receive the label, all you need to do is pack your camera, apply the label to your box, and drop it off at any UPS store or UPS drop-off point. We create our shipping labels using our ShipStation account and we only charge for the cost of the label. We get a very good rate from Shipstation and we do not mark up the shipping costs.
Packing Your Camera for Shipment
When packing your camera for shipment, we recommend using the original Matterport box with the custom foam inserts. Otherwise, wrap the camera in approximately 1" of bubble wrap and place in a sturdy cardboard box.
